Laboratory Client Portal

Reduced 40% inbound requests and enhance lab order management efficiency

Reduced 40% inbound requests and enhance lab order management efficiency

Live website

57

Monthly New Users in the Q1

80%

Order Completion Rate in the Q2

6 Mins

Drop in average order submission time from over 10 mins on paper submission form

66.7%

Drop in status-check calls after 2 months

The PPB laboratory client portal is a B2B web-based platform specifically designed to manage testing orders and enhance the client ordering experience. This 0-to-1 product reduced related follow-up calls and minimized data errors, effectively accelerating the internal workflow.

As a solo designer, I own this end-to-end regulated product cycle design from inital research and design to final marketing delivery.

The PPB laboratory client portal is a B2B web-based platform specifically designed to manage testing orders and enhance the client ordering experience. This 0-to-1 product reduced related follow-up calls and minimized data errors, effectively accelerating the internal workflow.

As a solo designer, I own this end-to-end regulated product cycle design from inital research and design to final marketing delivery.

Client

PPB Analytical

Timeline

12 weeks

Role

UX/UI Designer & Marketing

Team

PM, Marketing, Sales, Engineering

PM, Marketing, Sales,
Engineering

Read

3 mins read

The Problem

PPB Analytical is an accredited lab verifying sample safety across environmental, food, and health sectors. But as market demand surged, their legacy operations hit a breaking point.


Scaling faster than the workflow. Low-efficient communication was draining team's valuable time.

Before the portal, PPB Analytical’s client management was trapped in the past. Every sample submission, status update, and Certificate of Analysis (CoA) delivery relied on endless email threads and manual data entry. That‘s draining staff time, interrupting critical work, and increasing the risk of inaccurate order information.

Inquiry & Quote

Client contacts sales via email/phone todefine scope.

Manual Place Order

Download Submission Form - CoC (Chain of Custory) PDF, fill offline, ship samples to the lab.

😡 High error rate on forms. Missing order details, such as specifications, stalls intake.

😡 Zero visibility for clients. No tracking capability.

Lab Processing

Registration team manually validates documents and enters data.

😡 Staff acts as data entry clerks. Valuable scientific time waste on admin.

😡 Constant "Where is my sample testing?" status calls.

Delivery Support

Final report (CoA) email to clients.

Report lost in inboxes. Hard to retrieve history and versions.

The Objective

We set out to build a self-service client portal that makes testing orders easiter to manage for both clients and internal teams.

After aligning with leadership and observing the ordering workflow firsthand, we defined the project goals. We set out to build a self-service client portal designed to streamline communication, lower administrative workload, and deliver real-time information securely and efficiently.

This product is an MVP of PPB's future Laboratory Information Management System (LIMS). It will sync data with the LIMS.

Increase transparency so clients can self-serve editing orders, order status, and reports without calling.

Improve accuracy by reducing manual data entry and duplicate updates across platforms.

Support scale by creating a structured workflow that can later integrate into future LIMS.

Design Challenge 1

Data visibility reduces constant follow-ups.

Clients couldn’t see where their samples were in the process, so they called customer service for updates. Internally, reps often had to ask lab staff manually, which slowed everyone down and created inconsistent answers.

An overall online ordering platform gives clients real-time, 24/7 tracking of their submissions. By translating complex lab workflows into a sample, visual status tags, we drastically reduced client anxiety and 46% of support inquiries.

Data visibility reduces constant follow-ups.

Clients couldn’t see where their samples were in the process, so they called customer service for updates. Internally, reps often had to ask lab staff manually, which slowed everyone down and created inconsistent answers.

An overall online ordering platform gives clients real-time, 24/7 tracking of their submissions. By translating complex lab workflows into a sample, visual status tags, we drastically reduced client anxiety and 46% of support inquiries.

Design Challenge 2

Manual handoffs create unnecessary errors and rework.

Order information moved across paper submission forms (Chain of Custody Form), emails, and spreadsheets. Small mistakes like wrong sample details and mismatched client details triggered back-and-forth clarification and time-consuming corrections.

I designed a guided, step-by-step digital intake flow. By enforcing required fields and standardizing testing parameters upfront, we ensured the lab receives the correct data every single time. In profiles and the Organization hub, it's easy for both the team and clients to manage clients' specifications and a simple CRM.

Manual handoffs create unnecessary errors and rework.

Order information moved across paper submission forms (Chain of Custody Form), emails, and spreadsheets. Small mistakes like wrong sample details and mismatched client details triggered back-and-forth clarification and time-consuming corrections.

I designed a guided, step-by-step digital intake flow. By enforcing required fields and standardizing testing parameters upfront, we ensured the lab receives the correct data every single time. In profiles and the Organization hub, it's easy for both the team and clients to manage clients' specifications and a simple CRM.

Design Challenge 3

Driving Compliance from the beginning to speed up team works.

I redesigned the ordering process to handle compliance at the source. By allowing clients to self-manage order details and specifications, we eliminated the common "back-and-forth" caused by data errors before testing began. This not only accelerated the internal workflow but also provided the team with a centralized system for managing client records.

Driving Compliance from the beginning to speed up team works.

I redesigned the ordering process to handle compliance at the source. By allowing clients to self-manage order details and specifications, we eliminated the common "back-and-forth" caused by data errors before testing began. This not only accelerated the internal workflow but also provided the team with a centralized system for managing client records.

Jianting. D

Jianting. D

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